10,002 Help Desk Analyst jobs in India

Company Overview

Jio is at the forefront of India's telecom revolution, serving over 400 million customers with an expansive portfolio of digital apps and services. As a leader in providing B2C and B2B solutions, Jio offers comprehensive 5G solutions and cloud-native platforms. With headquarters in Navi Mumbai and a workforce exceeding 10,001 employees, Jio continues to drive growth and innovation in the Media & Telecommunications industry.

Job Overview

Jio is seeking a Mid-Level Service Desk Engineer to join our team in Guwahati. The Service Desk Engineer will serve as the primary point of contact for users facing IT issues, providing 24/7 support. This role involves diagnosing and resolving technical problems, delivering prompt customer assistance, and ensuring adherence to service quality standards. The engineer will utilize various tools to manage tickets, document resolutions, and consistently strive to maintain high user satisfaction.

Key Skills & Competencies

   Open to work in 24*7 shift environment.

• Receive, log, categorize and manage technical requests from the users via telephone, email, or a helpdesk system.
• Monitoring alerts - Performance, health, and security of computing systems, networks, and services to ensure they operate efficiently and securely (Performance Monitoring, Health and Availability Monitoring, Security Monitoring, Network Monitoring, Application Monitoring, Log Analysis, Alerting and Notification).
• Provide first-level resolutions to customer issue and promptly escalate unresolved queries to the next level of support.
• Take ownership of severity incidents and service requests ensuring response time, resolution, coordination, and resolution with the appropriate business teams.
• Manage and log all service requests (SR) from users via various channels (phone, email, portal). Categorize and prioritize service requests based on predefined criteria as per defined SLAs.
• Provide first-line investigation and diagnosis. Resolve those issues upon first contact when possible or escalate to higher-level support when necessary.
• Ensuring all faults are progressed & cleared within SLA as per defined targets and CSAT. 
• Monitor the performance of IT services and contribute to reports on service desk performance and user satisfaction.
• Identify recurring problems and contribute to their resolution. Suggest improvements to the service desk process.

Key Skills and Competencies

   Familiar with working on Windows, Linux, Networking & Cloud technologies.

   Good command in Microsoft Excel and PowerPoint for reporting and presentations.

   Excellent English communication and customer handling skills.

   Proficiency in IT Service Management tools.

   Knowledge of ITIL practices and methodologies.

The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on macOS, Windows, and SaaS tools. The analyst will log and manage tickets via Salesforce Service Cloud , provide timely responses, and deliver an excellent end-user experience.

The role requires outstanding communication skills , a calm and soft-spoken demeanor , and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.

• End-User Support
• Serve as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).
• Support end-users across macOS and Windows 10/11 environments.
• Provide remote assistance using Zoom, Teams, and other collaboration tools.
• Assist with access issues, password resets, MFA support, and basic software troubleshooting.
• Issue Troubleshooting & Escalation
• Troubleshoot hardware and software issues related to:
• Office 365 (Outlook, Teams, OneDrive)
• VPN, RDP, internet/network connectivity
• Printing, conference room equipment, endpoint configurations
• Escalate unresolved technical issues to L2/L3 support based on standard SLAs.
• Record all actions, communications, and outcomes in the ticketing system.
• Stakeholder Engagement & Communication
• Communicate technical solutions clearly to users with varying technical skill levels.
• Maintain professionalism when working with international colleagues and leadership.
• Exhibit excellent verbal and written English communication with a courteous and empathetic approach.
• Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.
• Device and Access Management
• Assist with user onboarding/offboarding (Active Directory, Azure AD, O365).
• Perform basic macOS user configuration and application setup.
• Coordinate device provisioning, handoffs, and return logistics.
• Track assets in alignment with company inventory procedures.
• Security and Compliance
• Guide users on secure password practices and endpoint protection basics.
• Detect and report unusual behavior or phishing incidents to the security team.
• Ensure compliance with IT security policies in daily support tasks.
• Evaluate and recommend new technologies and solutions to improve operations.
• Drive innovation and continuous improvement within the IT infrastructure.
• Plan and execute technology upgrades and modernization efforts.
• Implement backup solutions and ensure data integrity and availability.
• Vendor Management and Collaboration :
• Manage relationships with vendors and service providers.
• Evaluate and select third-party solutions and services.
• Coordinate with external partners for support and services.
• Ensure vendor deliverables meet organizational standards and requirements.
• Communication Skills :
• Effective Communication : Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.
• Soft-spoken demeanor , and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.

Essential

• Bachelor's Degree in Computer Science, Information Technology, or equivalent.
• 3-5 years in an IT Helpdesk or Desktop Support role.
• Soft-spoken and user-friendly demeanor – with an empathetic approach.
• Multi-regional collaboration – ability to support and engage across global teams.
• Problem-solving mindset – proactive, patient, and calm under pressure.
• Flexible to work on different time zone.

Technical qualifications

• Exposure to ticketing systems like Salesforce Service Cloud , Jira, or ServiceNow.
• Technical Skills
• Operating Systems: Windows 10/11, Windows Servers, macOS (basic to

intermediate level)

• ITSM Tools: Salesforce Service Cloud (must), Jira, Remedy
• Collaboration Tools: Microsoft 365, Teams, OneDrive, Zoom, Slack
• User Access: Active Directory, Azure AD, MFA tools
• Endpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring

basics

The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on mac OS, Windows, and Saa S tools. The analyst will log and manage tickets via Salesforce Service Cloud, provide timely responses, and deliver an excellent end-user experience.The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.End-User SupportServe as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).Support end-users across mac OS and Windows 10/11 environments.Provide remote assistance using Zoom, Teams, and other collaboration tools.Assist with access issues, password resets, MFA support, and basic software troubleshooting.Issue Troubleshooting & EscalationTroubleshoot hardware and software issues related to:Office 365 (Outlook, Teams, One Drive)VPN, RDP, internet/network connectivityPrinting, conference room equipment, endpoint configurationsEscalate unresolved technical issues to L2/L3 support based on standard SLAs.Record all actions, communications, and outcomes in the ticketing system.Stakeholder Engagement & CommunicationCommunicate technical solutions clearly to users with varying technical skill levels.Maintain professionalism when working with international colleagues and leadership.Exhibit excellent verbal and written English communication with a courteous and empathetic approach.Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.Device and Access ManagementAssist with user onboarding/offboarding (Active Directory, Azure AD, O365).Perform basic mac OS user configuration and application setup.Coordinate device provisioning, handoffs, and return logistics.Track assets in alignment with company inventory procedures.Security and ComplianceGuide users on secure password practices and endpoint protection basics.Detect and report unusual behavior or phishing incidents to the security team.Ensure compliance with IT security policies in daily support tasks.Evaluate and recommend new technologies and solutions to improve operations.Drive innovation and continuous improvement within the IT infrastructure.Plan and execute technology upgrades and modernization efforts.Implement backup solutions and ensure data integrity and availability.Vendor Management and Collaboration:Manage relationships with vendors and service providers.Evaluate and select third-party solutions and services.Coordinate with external partners for support and services.Ensure vendor deliverables meet organizational standards and requirements.Communication Skills:Effective Communication: Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.Soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.EssentialBachelor's Degree in Computer Science, Information Technology, or equivalent.3-5 years in an IT Helpdesk or Desktop Support role.Soft-spoken and user-friendly demeanor – with an empathetic approach.Multi-regional collaboration – ability to support and engage across global teams.Problem-solving mindset – proactive, patient, and calm under pressure.Flexible to work on different time zone.Technical qualificationsExposure to ticketing systems like Salesforce Service Cloud, Jira, or Service Now.Technical SkillsOperating Systems: Windows 10/11, Windows Servers, mac OS (basic to intermediate level)ITSM Tools: Salesforce Service Cloud (must), Jira, RemedyCollaboration Tools: Microsoft 365, Teams, One Drive, Zoom, SlackUser Access: Active Directory, Azure AD, MFA toolsEndpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring basics

The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on mac OS, Windows, and Saa S tools. The analyst will log and manage tickets via Salesforce Service Cloud, provide timely responses, and deliver an excellent end-user experience.The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.End-User SupportServe as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).Support end-users across mac OS and Windows 10/11 environments.Provide remote assistance using Zoom, Teams, and other collaboration tools.Assist with access issues, password resets, MFA support, and basic software troubleshooting.Issue Troubleshooting & EscalationTroubleshoot hardware and software issues related to:Office 365 (Outlook, Teams, One Drive)VPN, RDP, internet/network connectivityPrinting, conference room equipment, endpoint configurationsEscalate unresolved technical issues to L2/L3 support based on standard SLAs.Record all actions, communications, and outcomes in the ticketing system.Stakeholder Engagement & CommunicationCommunicate technical solutions clearly to users with varying technical skill levels.Maintain professionalism when working with international colleagues and leadership.Exhibit excellent verbal and written English communication with a courteous and empathetic approach.Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.Device and Access ManagementAssist with user onboarding/offboarding (Active Directory, Azure AD, O365).Perform basic mac OS user configuration and application setup.Coordinate device provisioning, handoffs, and return logistics.Track assets in alignment with company inventory procedures.Security and ComplianceGuide users on secure password practices and endpoint protection basics.Detect and report unusual behavior or phishing incidents to the security team.Ensure compliance with IT security policies in daily support tasks.Evaluate and recommend new technologies and solutions to improve operations.Drive innovation and continuous improvement within the IT infrastructure.Plan and execute technology upgrades and modernization efforts.Implement backup solutions and ensure data integrity and availability.Vendor Management and Collaboration:Manage relationships with vendors and service providers.Evaluate and select third-party solutions and services.Coordinate with external partners for support and services.Ensure vendor deliverables meet organizational standards and requirements.Communication Skills:Effective Communication: Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.Soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.EssentialBachelor's Degree in Computer Science, Information Technology, or equivalent.3-5 years in an IT Helpdesk or Desktop Support role.Soft-spoken and user-friendly demeanor – with an empathetic approach.Multi-regional collaboration – ability to support and engage across global teams.Problem-solving mindset – proactive, patient, and calm under pressure.Flexible to work on different time zone.Technical qualificationsExposure to ticketing systems like Salesforce Service Cloud, Jira, or Service Now.Technical SkillsOperating Systems: Windows 10/11, Windows Servers, mac OS (basic to intermediate level)ITSM Tools: Salesforce Service Cloud (must), Jira, RemedyCollaboration Tools: Microsoft 365, Teams, One Drive, Zoom, SlackUser Access: Active Directory, Azure AD, MFA toolsEndpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring basics

The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on mac OS, Windows, and Saa S tools. The analyst will log and manage tickets via Salesforce Service Cloud, provide timely responses, and deliver an excellent end-user experience.The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.End-User SupportServe as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).Support end-users across mac OS and Windows 10/11 environments.Provide remote assistance using Zoom, Teams, and other collaboration tools.Assist with access issues, password resets, MFA support, and basic software troubleshooting.Issue Troubleshooting & EscalationTroubleshoot hardware and software issues related to:Office 365 (Outlook, Teams, One Drive)VPN, RDP, internet/network connectivityPrinting, conference room equipment, endpoint configurationsEscalate unresolved technical issues to L2/L3 support based on standard SLAs.Record all actions, communications, and outcomes in the ticketing system.Stakeholder Engagement & CommunicationCommunicate technical solutions clearly to users with varying technical skill levels.Maintain professionalism when working with international colleagues and leadership.Exhibit excellent verbal and written English communication with a courteous and empathetic approach.Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.Device and Access ManagementAssist with user onboarding/offboarding (Active Directory, Azure AD, O365).Perform basic mac OS user configuration and application setup.Coordinate device provisioning, handoffs, and return logistics.Track assets in alignment with company inventory procedures.Security and ComplianceGuide users on secure password practices and endpoint protection basics.Detect and report unusual behavior or phishing incidents to the security team.Ensure compliance with IT security policies in daily support tasks.Evaluate and recommend new technologies and solutions to improve operations.Drive innovation and continuous improvement within the IT infrastructure.Plan and execute technology upgrades and modernization efforts.Implement backup solutions and ensure data integrity and availability.Vendor Management and Collaboration:Manage relationships with vendors and service providers.Evaluate and select third-party solutions and services.Coordinate with external partners for support and services.Ensure vendor deliverables meet organizational standards and requirements.Communication Skills:Effective Communication: Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.Soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.EssentialBachelor's Degree in Computer Science, Information Technology, or equivalent.3-5 years in an IT Helpdesk or Desktop Support role.Soft-spoken and user-friendly demeanor – with an empathetic approach.Multi-regional collaboration – ability to support and engage across global teams.Problem-solving mindset – proactive, patient, and calm under pressure.Flexible to work on different time zone.Technical qualificationsExposure to ticketing systems like Salesforce Service Cloud, Jira, or Service Now.Technical SkillsOperating Systems: Windows 10/11, Windows Servers, mac OS (basic to intermediate level)ITSM Tools: Salesforce Service Cloud (must), Jira, RemedyCollaboration Tools: Microsoft 365, Teams, One Drive, Zoom, SlackUser Access: Active Directory, Azure AD, MFA toolsEndpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring basics

The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on mac OS, Windows, and Saa S tools. The analyst will log and manage tickets via Salesforce Service Cloud, provide timely responses, and deliver an excellent end-user experience.The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.End-User SupportServe as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).Support end-users across mac OS and Windows 10/11 environments.Provide remote assistance using Zoom, Teams, and other collaboration tools.Assist with access issues, password resets, MFA support, and basic software troubleshooting.Issue Troubleshooting & EscalationTroubleshoot hardware and software issues related to:Office 365 (Outlook, Teams, One Drive)VPN, RDP, internet/network connectivityPrinting, conference room equipment, endpoint configurationsEscalate unresolved technical issues to L2/L3 support based on standard SLAs.Record all actions, communications, and outcomes in the ticketing system.Stakeholder Engagement & CommunicationCommunicate technical solutions clearly to users with varying technical skill levels.Maintain professionalism when working with international colleagues and leadership.Exhibit excellent verbal and written English communication with a courteous and empathetic approach.Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.Device and Access ManagementAssist with user onboarding/offboarding (Active Directory, Azure AD, O365).Perform basic mac OS user configuration and application setup.Coordinate device provisioning, handoffs, and return logistics.Track assets in alignment with company inventory procedures.Security and ComplianceGuide users on secure password practices and endpoint protection basics.Detect and report unusual behavior or phishing incidents to the security team.Ensure compliance with IT security policies in daily support tasks.Evaluate and recommend new technologies and solutions to improve operations.Drive innovation and continuous improvement within the IT infrastructure.Plan and execute technology upgrades and modernization efforts.Implement backup solutions and ensure data integrity and availability.Vendor Management and Collaboration:Manage relationships with vendors and service providers.Evaluate and select third-party solutions and services.Coordinate with external partners for support and services.Ensure vendor deliverables meet organizational standards and requirements.Communication Skills:Effective Communication: Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.Soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.EssentialBachelor's Degree in Computer Science, Information Technology, or equivalent.3-5 years in an IT Helpdesk or Desktop Support role.Soft-spoken and user-friendly demeanor – with an empathetic approach.Multi-regional collaboration – ability to support and engage across global teams.Problem-solving mindset – proactive, patient, and calm under pressure.Flexible to work on different time zone.Technical qualificationsExposure to ticketing systems like Salesforce Service Cloud, Jira, or Service Now.Technical SkillsOperating Systems: Windows 10/11, Windows Servers, mac OS (basic to intermediate level)ITSM Tools: Salesforce Service Cloud (must), Jira, RemedyCollaboration Tools: Microsoft 365, Teams, One Drive, Zoom, SlackUser Access: Active Directory, Azure AD, MFA toolsEndpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring basics

The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on mac OS, Windows, and Saa S tools. The analyst will log and manage tickets via Salesforce Service Cloud, provide timely responses, and deliver an excellent end-user experience.The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.End-User SupportServe as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).Support end-users across mac OS and Windows 10/11 environments.Provide remote assistance using Zoom, Teams, and other collaboration tools.Assist with access issues, password resets, MFA support, and basic software troubleshooting.Issue Troubleshooting & EscalationTroubleshoot hardware and software issues related to:Office 365 (Outlook, Teams, One Drive)VPN, RDP, internet/network connectivityPrinting, conference room equipment, endpoint configurationsEscalate unresolved technical issues to L2/L3 support based on standard SLAs.Record all actions, communications, and outcomes in the ticketing system.Stakeholder Engagement & CommunicationCommunicate technical solutions clearly to users with varying technical skill levels.Maintain professionalism when working with international colleagues and leadership.Exhibit excellent verbal and written English communication with a courteous and empathetic approach.Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.Device and Access ManagementAssist with user onboarding/offboarding (Active Directory, Azure AD, O365).Perform basic mac OS user configuration and application setup.Coordinate device provisioning, handoffs, and return logistics.Track assets in alignment with company inventory procedures.Security and ComplianceGuide users on secure password practices and endpoint protection basics.Detect and report unusual behavior or phishing incidents to the security team.Ensure compliance with IT security policies in daily support tasks.Evaluate and recommend new technologies and solutions to improve operations.Drive innovation and continuous improvement within the IT infrastructure.Plan and execute technology upgrades and modernization efforts.Implement backup solutions and ensure data integrity and availability.Vendor Management and Collaboration:Manage relationships with vendors and service providers.Evaluate and select third-party solutions and services.Coordinate with external partners for support and services.Ensure vendor deliverables meet organizational standards and requirements.Communication Skills:Effective Communication: Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.Soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.EssentialBachelor's Degree in Computer Science, Information Technology, or equivalent.3-5 years in an IT Helpdesk or Desktop Support role.Soft-spoken and user-friendly demeanor – with an empathetic approach.Multi-regional collaboration – ability to support and engage across global teams.Problem-solving mindset – proactive, patient, and calm under pressure.Flexible to work on different time zone.Technical qualificationsExposure to ticketing systems like Salesforce Service Cloud, Jira, or Service Now.Technical SkillsOperating Systems: Windows 10/11, Windows Servers, mac OS (basic to intermediate level)ITSM Tools: Salesforce Service Cloud (must), Jira, RemedyCollaboration Tools: Microsoft 365, Teams, One Drive, Zoom, SlackUser Access: Active Directory, Azure AD, MFA toolsEndpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring basics

The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on mac OS, Windows, and Saa S tools. The analyst will log and manage tickets via Salesforce Service Cloud, provide timely responses, and deliver an excellent end-user experience.The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.End-User SupportServe as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).Support end-users across mac OS and Windows 10/11 environments.Provide remote assistance using Zoom, Teams, and other collaboration tools.Assist with access issues, password resets, MFA support, and basic software troubleshooting.Issue Troubleshooting & EscalationTroubleshoot hardware and software issues related to:Office 365 (Outlook, Teams, One Drive)VPN, RDP, internet/network connectivityPrinting, conference room equipment, endpoint configurationsEscalate unresolved technical issues to L2/L3 support based on standard SLAs.Record all actions, communications, and outcomes in the ticketing system.Stakeholder Engagement & CommunicationCommunicate technical solutions clearly to users with varying technical skill levels.Maintain professionalism when working with international colleagues and leadership.Exhibit excellent verbal and written English communication with a courteous and empathetic approach.Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.Device and Access ManagementAssist with user onboarding/offboarding (Active Directory, Azure AD, O365).Perform basic mac OS user configuration and application setup.Coordinate device provisioning, handoffs, and return logistics.Track assets in alignment with company inventory procedures.Security and ComplianceGuide users on secure password practices and endpoint protection basics.Detect and report unusual behavior or phishing incidents to the security team.Ensure compliance with IT security policies in daily support tasks.Evaluate and recommend new technologies and solutions to improve operations.Drive innovation and continuous improvement within the IT infrastructure.Plan and execute technology upgrades and modernization efforts.Implement backup solutions and ensure data integrity and availability.Vendor Management and Collaboration:Manage relationships with vendors and service providers.Evaluate and select third-party solutions and services.Coordinate with external partners for support and services.Ensure vendor deliverables meet organizational standards and requirements.Communication Skills:Effective Communication: Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.Soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.EssentialBachelor's Degree in Computer Science, Information Technology, or equivalent.3-5 years in an IT Helpdesk or Desktop Support role.Soft-spoken and user-friendly demeanor – with an empathetic approach.Multi-regional collaboration – ability to support and engage across global teams.Problem-solving mindset – proactive, patient, and calm under pressure.Flexible to work on different time zone.Technical qualificationsExposure to ticketing systems like Salesforce Service Cloud, Jira, or Service Now.Technical SkillsOperating Systems: Windows 10/11, Windows Servers, mac OS (basic to intermediate level)ITSM Tools: Salesforce Service Cloud (must), Jira, RemedyCollaboration Tools: Microsoft 365, Teams, One Drive, Zoom, SlackUser Access: Active Directory, Azure AD, MFA toolsEndpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring basics

The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on mac OS, Windows, and Saa S tools. The analyst will log and manage tickets via Salesforce Service Cloud, provide timely responses, and deliver an excellent end-user experience.The role requires outstanding communication skills, a calm and soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.End-User SupportServe as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).Support end-users across mac OS and Windows 10/11 environments.Provide remote assistance using Zoom, Teams, and other collaboration tools.Assist with access issues, password resets, MFA support, and basic software troubleshooting.Issue Troubleshooting & EscalationTroubleshoot hardware and software issues related to:Office 365 (Outlook, Teams, One Drive)VPN, RDP, internet/network connectivityPrinting, conference room equipment, endpoint configurationsEscalate unresolved technical issues to L2/L3 support based on standard SLAs.Record all actions, communications, and outcomes in the ticketing system.Stakeholder Engagement & CommunicationCommunicate technical solutions clearly to users with varying technical skill levels.Maintain professionalism when working with international colleagues and leadership.Exhibit excellent verbal and written English communication with a courteous and empathetic approach.Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.Device and Access ManagementAssist with user onboarding/offboarding (Active Directory, Azure AD, O365).Perform basic mac OS user configuration and application setup.Coordinate device provisioning, handoffs, and return logistics.Track assets in alignment with company inventory procedures.Security and ComplianceGuide users on secure password practices and endpoint protection basics.Detect and report unusual behavior or phishing incidents to the security team.Ensure compliance with IT security policies in daily support tasks.Evaluate and recommend new technologies and solutions to improve operations.Drive innovation and continuous improvement within the IT infrastructure.Plan and execute technology upgrades and modernization efforts.Implement backup solutions and ensure data integrity and availability.Vendor Management and Collaboration:Manage relationships with vendors and service providers.Evaluate and select third-party solutions and services.Coordinate with external partners for support and services.Ensure vendor deliverables meet organizational standards and requirements.Communication Skills:Effective Communication: Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.Soft-spoken demeanor, and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.EssentialBachelor's Degree in Computer Science, Information Technology, or equivalent.3-5 years in an IT Helpdesk or Desktop Support role.Soft-spoken and user-friendly demeanor – with an empathetic approach.Multi-regional collaboration – ability to support and engage across global teams.Problem-solving mindset – proactive, patient, and calm under pressure.Flexible to work on different time zone.Technical qualificationsExposure to ticketing systems like Salesforce Service Cloud, Jira, or Service Now.Technical SkillsOperating Systems: Windows 10/11, Windows Servers, mac OS (basic to intermediate level)ITSM Tools: Salesforce Service Cloud (must), Jira, RemedyCollaboration Tools: Microsoft 365, Teams, One Drive, Zoom, SlackUser Access: Active Directory, Azure AD, MFA toolsEndpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring basics